Sr. Tech Assist Manager

Position Summary

The Senior Tech Assist Manager is responsible for ensuring ALLDATA Tech Assist remote office is focused and aligned to deliver premium services to its customers. To accomplish this – you will be responsible for executing and developing strategic internal and external partnerships as well as managing the resources, financials, and operations. In addition to, managing daily activities of Tech-Assist teams; s/he ensures responsiveness, retention, and customer satisfaction results to meet company objectives. The Sr. Tech Assist Manager leads, mentors, plans, and directs staffing activities to maximize financial controllership and fiscal responsibility.

Position Responsibilities - Other Duties May Be Assigned

• Carries out supervisory responsibilities in accordance with ALLDATA’s policies and procedures. Additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; rewarding and managing people and resources.
• Maintains and improves call center operations by monitoring; system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Develops and participates in the department’s strategic planning, forecasting and objectives and present to non-technical audience, including company’s executives.
• Develops and measures call center performance reports, collecting, analyzing, and summarizing data and trends.
• Performs other duties as assigned.
• Actively participates in cross functional team activities that stimulate performance and communication improvements, resulting in improved performance and lower employee turnover.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Conducts needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications; contributing information and analysis to organizational strategic plans and reviews.
• Leads the development and continuous improvement of the service diagnostic to enhance remote and on-board diagnosis capabilities for all vehicle systems with the goal of shortening the service to customers.
• Leads, directs, mentors, and manages the Tech Assist Team. The Sr. Tech Assist Manager is responsible for the overall direction and performance of the teams.
• Manages the career growth and development of the team by driving focus on ALLDATA's Core Values. Plays a critical role in building management depth by providing guidance and mentorship to his team and be a role model.
• Develops process improvement practices to maximize productivity, efficiency, and the highest quality of customer support.
• Liaisons with other departments to gather information and resolve issues. Act as a subject matter expert (SME) in company cross functional and departmental efforts/projects for improving systems, processes, and any other efforts/projects.
• Effectively builds productive working relationships with direct reports, peers, leadership, and other departments.
• This position has direct reports.
• Performs and works with staff to support the documentation efforts and managing central repositories.

Position Requirements

• Knowledge and experience with Windows based applications such as: MSOffice (Excel, Word, Outlook, PowerPoint), Adobe, and various internet browsers.
• Technical certifications (ASE Master Tech with L1 preferred)
• Minimum 10 years’ shop experience in repair and management capacity, customer feedback analysis, high level customer problem resolution (technical and product acceptance)
• Excellent communication and presentation skills
• Outstanding analytical and organizational skills
• Conflict resolution and judgmental skills
• Bachelor’s Degree or equivalent experience in Business or Communication, Technical degree in Automotive Technology with 7 years of work experience or a technical degree in Automotive Technology, Engineering, Business or Project Management and/or proven equivalent work experience; strong technical, service operations, and/or project management expertise
• Minimum of 5 years of supervisory experience
• Marketing development and call center supervisory experience preferred

Salary: $81,000 - $142,000